Terms and Conditions

1. Who we are

This website is operated by Versailles Zone FZE, trading as Eloria, a company registered in the United Arab Emirates under trade licence number 1777, issued by a UAE free zone authority, with its registered address in Dubai, United Arab Emirates. Our VAT registration number (TRN) is 104378555700003.

In these terms, “we”, “us”, “our” and “Eloria” mean that entity. “You” and “your” mean the person using this website or placing an order.

2. Acceptance of these terms

By browsing this website, creating an account or placing an order you accept these terms and conditions, together with our Privacy Policy, Shipping policy and Returns and Exchange policy, all of which form part of this agreement. If you do not accept them, please do not use the site.

3. Eligibility and accounts

• You must be at least 18 years old, or have the consent of a parent or guardian, to place an order.
• You are responsible for keeping your account password confidential and for all activity under your account.
• The information you give us must be accurate and current, particularly your delivery address and contact number.
• We may suspend or close an account where we reasonably suspect fraud, abuse, repeated non-collection of cash-on-delivery orders, or breach of these terms.

4. Products and availability

We take care to describe our products accurately, but colours as displayed depend on your screen and leather is a natural material — small variations in grain, tone and finish are inherent to it and are not defects.

All products are subject to availability. Placing an item in your bag does not reserve it. If an item becomes unavailable after you order, we will contact you and offer an alternative, a full refund, or the option to wait for restocking.

5. Prices and VAT

• All prices are charged in UAE Dirhams (AED) and are inclusive of 5% Value Added Tax as required under UAE Federal Decree-Law No. 8 of 2017. Where the site displays a price in another currency, that figure is an indicative conversion shown for guidance only. Your order is charged in AED, and the amount your bank or card issuer debits may differ once their own exchange rate and any foreign-transaction fee have been applied.
• Delivery charges are shown separately and added at checkout before you pay.
• Prices may change at any time, but changes do not affect orders already confirmed.
• If a price is listed in obvious error — for example a decimal-place mistake — we may cancel the order and refund you in full, even after confirmation. We will tell you before doing so.
• A VAT invoice is issued with every order.

6. Orders and when a contract is formed

Your order is an offer to buy. Our order-confirmation email is an acknowledgement of receipt, not acceptance. A contract is formed only when we dispatch the goods and send you a dispatch confirmation. We may decline an order where the item is unavailable, payment is not authorised, the delivery address is outside the areas we serve, or we reasonably suspect fraud.

7. Payment

We accept the methods listed at checkout, currently cash on delivery within the UAE (a AED 20 handling fee applies) and Tabby instalments. Card payments (Visa and Mastercard) are processed by Stripe, a PCI-DSS Level 1 certified payment provider. Card details are entered directly with Stripe and never reach or are stored on our servers; we see only the payment method, the last four digits and the authorisation result. Where Tabby is offered, your purchase is split into interest-free instalments under Tabby’s own agreement, which you accept separately with them and which is governed by their terms and privacy policy, not ours. Tabby pays us in full at the time of purchase and collects the instalments from you directly. Availability of any method may change, and payment must be authorised before we dispatch.

8. Delivery

Delivery times, costs and areas are set out on the Shipping page. Estimated delivery times are estimates and not guarantees; we are not liable for delays caused by couriers, customs, weather or events outside our control. Risk in the goods passes to you on delivery. Title passes when we have received payment in full.

9. Returns, exchanges and cancellation

Our returns terms are set out in full on the Returns and Exchange page and form part of these terms. In summary: 7 days from delivery, unworn and in the original packaging with all tags attached, one return or exchange per order, a AED 20 collection fee on refund requests, and any piece marked “Final Sale” is not eligible for return or exchange. Pre-order purchases are governed separately by our Pre-Order Terms & Conditions, under which pre-order items are final sale. Nothing in these terms limits your statutory rights under UAE Federal Law No. 15 of 2020 on Consumer Protection where goods are faulty or not as described.

10. Promotions and discount codes

• Unless stated otherwise, one discount code per order, and codes cannot be combined.
• Codes have no cash value, are non-transferable, and cannot be applied retrospectively to an order already placed.
• We may withdraw or amend a promotion at any time before an order is confirmed.
• Where an order that used a code is partly returned, the discount is recalculated and only the amount actually paid is refunded.

11. Acceptable use of the website

You may not use this website to do anything unlawful; attempt to gain unauthorised access to it; introduce malicious code; scrape, copy or systematically extract its content; place fraudulent or speculative orders; or resell our products commercially without our written agreement.

12. Intellectual property

The Eloria name, logo, product names, photography, illustrations, text, page designs and all other content on this site are owned by us or used under licence and are protected by trade mark and copyright law. You may view and print pages for your own personal, non-commercial use. Any other use — including reproduction on another website or in marketing material — requires our prior written permission.

13. Reviews and customer content

If you submit a review, photograph or other content, you grant us a non-exclusive, royalty-free, worldwide licence to use, reproduce and display it in connection with our business, including on social media. You confirm the content is your own, is accurate, and does not infringe anyone else’s rights. We may remove content that is unlawful, offensive, misleading or irrelevant.

14. Liability

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any liability that cannot be excluded under UAE law.

Subject to that, our total liability arising out of or in connection with an order is limited to the amount you paid for that order. We are not liable for indirect or consequential loss, loss of profit, loss of opportunity, or loss arising because the site was temporarily unavailable.

15. Events outside our control

We are not liable for failure or delay in performing our obligations where that failure results from events outside our reasonable control, including courier failure, customs action, industrial action, extreme weather, power or network failure, epidemic, or government restriction. Where such an event occurs we will contact you and you may cancel the affected order for a full refund.

16. Privacy and data

How we collect and use personal data is set out in our Privacy Policy, which is written to reflect UAE Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data.

17. Changes to these terms

We may update these terms from time to time. The version in force is the one published on this page on the date you place your order, and the “last updated” date above tells you when it last changed. Material changes will be notified to account holders by email.

18. Governing law and disputes

These terms and any dispute arising from them are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai, and the courts of Dubai have exclusive jurisdiction. We would always rather resolve a complaint directly first — please contact us before taking any other step, and we’ll aim to respond substantively within seven working days.

19. How to contact us

Email info@eloria-shoes.com · WhatsApp 052 508 1314. Or use the form on our Contact us page.